Program Lead responsible for delivering engagement programs and shaping culture across Client Services at Bank of America. Collaborating with leadership to drive connection, inclusion, and team effectiveness.
About the role
- Manage client accounts and ensure service delivery consistency for Sedgwick, the leading claims administration partner. Collaborate on project activities and educate clients on cost drivers.
Responsibilities
- Manage accounts of locally assigned programs including monitoring procedures and processes that impact customer satisfaction; and to ensure consistency in service delivery.
- Perform contract renewal and Client Service Instruction preparation for assigned accounts.
- Coordinate renewal pricing and complete location coding parameters; prepare and distribute stewardship and other reports.
- Educate the client on loss data - drivers of cost impacting assigned programs.
- Coordinate project activity.
- Act as primary client contact with focus on maintaining and improving overall customer satisfaction.
- Identify issues that impact consistency and customer satisfaction; work with program management leadership to effect problem resolution; and assist with identifying office level service trends and establish plans for service improvement.
- Identify and solicit cross selling opportunities.
Requirements
- Bachelor's degree from an accredited college or university preferred.
- Colleague to pursue CPCU, AIC and/or ARM or other related designation required.
- Six (6) years of related experience or equivalent combination of education and experience required to include one (1) year as an Account Coordinator or three (3) years adjuster experience.
- Good knowledge of customer service and one of the following: workers compensation, liability, or disability claims management.
- Excellent oral and written communication, including presentation skills.
- PC literate, including Microsoft Office products.
- Analytical and interpretive skills.
- Strong organizational skills.
- Excellent interpersonal skills.
- Excellent negotiation and facilitation skills.
- Ability to work in a team environment.
- Ability to handle conflict and confront challenging issues in a fast work environment.
- Ability to meet or exceed Performance Competencies.
Benefits
- Three Medical and two dental plans to choose from.
- Tuition reimbursement eligible.
- 401K plan that matches 50% on every $ you put in up to the first 6% you save.
- 4 weeks PTO your first full year.
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